Answer
EV not SmartCharging
You may experience issues getting started with SmartCharge due to:
- Connectivity Issues: Ensure strong connectivity when charging, as problems can arise from the charger location, hardware, or software.
- Conflicting Schedules: Disable any conflicting schedules in the Hive app or the vehicle itself for SmartCharge to work.
- SmartCharge Disabled: Ensure SmartCharge is enabled in the schedule settings on the Hive app.
If you are still having problems with SmartCharge, please call 0333 202 1054, then select option 2 for warranty. When calling, please have your charger ID to hand and a short description of the issue, as well as when the charges took place.
Time of Use Tariffs
SmartCharge works with both single rate and time of use tariffs. For customers on a time of use tariff, please note that the current discount of 4p/kWh or 2p/kWh is a limited time offer for choosing to be part of Hive EV SmartCharge.
Missing Credits
Energy Tariff Check:
- Ensure your energy tariff is updated in the Hive App if it has recently changed.
- Confirm your tariff rates and effective date to calculate any missing credit.
Common Issues:
- Incorrect Credit Display: Rest assured that all EV charging is recorded, and you will receive the appropriate credit in your next bill.
- Delayed Credit: Credit application may take up to two months for monthly billed customers and longer for quarterly billed customers due to platform migration.
SmartCharge for Plug-In Hybrids
The beauty of SmartCharge is that you benefit from the amount of time you’re plugged in, rather than the time spent actually charging. Even if your car only needs to be charged for 30 minutes, it will still benefit from a discount of 4p/kWh for that charging if it’s plugged in for over 6 hours.